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Senior Customer Service Representative

2 months ago

Lansing, Michigan, United States Fifth Third Bank, N.A. Full time
Transforming Banking Experiences:

At Fifth Third Bank, we pride ourselves on connecting exceptional individuals with remarkable career opportunities. Are you prepared to elevate your professional journey in the banking sector?

PRIMARY FUNCTION:
Deliver outstanding customer service in every interaction. Direct customers to the relevant business partner for a comprehensive discussion. Responsible for the most intricate responsibilities of a Customer Service Representative, exercising significant independent judgment.

Accountable for risk management by openly sharing insights and concerns, and adhering to established policies and procedures.

Committed to acting ethically for both customers and colleagues, ensuring that behaviors foster a positive customer experience.

While operating within the Bank's risk framework, consistently achieve results by identifying, assessing, managing, monitoring, and reporting various risks.


KEY RESPONSIBILITIES:

Customer Engagement:


Enhance customer relationships by genuinely understanding their needs, asking insightful questions, and guiding them to appropriate financial solutions.

Ensure timely follow-up on customer inquiries and resolve issues effectively. Maintain open and clear communication channels. Uphold confidentiality regarding all customer matters. Adhere to the Bancorp Code of Business Conduct and Ethics, maintaining ethical standards at all times.

Operational Excellence:
Collaborate with the Financial Center Manager to ensure accurate monthly cash counts. Work together to compile and report monthly FCA requests. Execute daily office tasks alongside the CSR and Bankers to ensure smooth office operations. Maintain accurate balancing records in accordance with policy. Identify and rectify discrepancies, assisting colleagues as necessary.

Stay informed about bank policies and financial center procedures, taking responsibility for updates.

Exhibit sound judgment in decision-making, following established guidelines. Support the training of newly hired Customer Service Representatives.

Referral Management:


During customer interactions and outreach, identify needs and refer customers to Bankers and business partners for in-depth discussions.

Develop and maintain a comprehensive understanding of the Retail products and services available. Utilize appropriate tools for tracking referrals sent to personal bankers and business partners.
Perform additional duties as required.

SUPERVISORY ROLE:
No supervisory responsibilities.

MINIMUM QUALIFICATIONS:
High school diploma or GED.
Experience with extensive cash handling.
In-depth knowledge of retail policies and procedures is essential for performing duties with minimal supervision.
Ability to engage comfortably with the public while adhering to dress code standards.
Demonstrated initiative and sound judgment in decision-making and problem-solving.
Act as a leader and resource for both customers and the platform team.
Embody the company's core values: collaboration, accountability, respect, inclusivity, and integrity.
Flexibility in scheduling is required.

WORK ENVIRONMENT:
Standard office setting.
Frequent use of computer screens.

Fifth Third Bank, National Association is dedicated to fostering an engaged and inclusive culture, ensuring equal employment opportunities in all hiring decisions, regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status, or any other legally protected status.